Product Support Engineer – 2

DP World; Lima Metropolitana; Híbrido; PEN 90.000 - 130.000; Jornada completa

Descripción de la vacante

DP World Peru is seeking an engineer who will act as a technical bridge between development teams and customers, ensuring reliability, performance, and continuous improvement of software products and services. The role blends development with support responsibilities in a hybrid model, partnering with multiple teams to evolve as a SME.

You will build automation, monitoring, and documentation, resolve incidents within SLAs, and drive operational excellence that enhances both software hygiene and

Formación

• Bachelor's degree in computer science or related field; 4+ years in software development, support engineering, or DevOps.
• Proven experience supporting production software and resolving complex issues.
• Expert programming skills in Python, Perl, Java, or other OOP languages.
• Experience designing automation tools, monitoring solutions, and operational processes.
• Experience with cross-functional teams and direct customer interaction.
• Experience with Agile, CI/CD practices.
• Experience improving reliability, performance, and operational efficiency.
• Good knowledge of networking and Linux fundamentals.
• DB and SQL understanding.
• Experience with distributed systems and microservices-based architecture.
• Experience with cloud platforms.
• Excellent problem-solving and analytical thinking abilities.
• Strong documentation and knowledge-sharing skills.
• Collaborative approach with diverse teams.

Responsabilidades

• They partner with Development teams to support software products/services while developing deep product and customer knowledge.
• They design and develop tools and automations that save manual effort and provide self-serve capabilities.
• They implement standard solutions and processes that improve engineering and operational processes.
• They work with customers/users to resolve tickets/incidents within the SLA and act as a technology spokesperson for their domain.
• They lead incident post-mortems and drive process/service improvements through operational excellence practices.
• They implement monitoring solutions for the products/services they support and resolve deviations.
• They are skilled at decomposing complex software and architectural problems into simple solutions.
• They apply expert knowledge in performance, scalability, and enterprise system architecture.
• They are capable of reading, writing, and debugging software to solve problems and improve systems.
• They contribute to technical and process documentation.
• They participate in the hiring process.

Conocimientos

Python

Perl

Java

OOP

Educación

Bachelor's degree in Computer Science

Herramientas

Automation tools

Monitoring solutions

CI/CD

Cloud platforms

Descripción del empleo

A member in this role will serve as a technical bridge between Development teams and customers/users by ensuring the reliability, performance, and continuous improvement of software products and services. They operate in a hybrid model of Development + Support responsibilities. They support, maintain and eventually evolve as a SME to frontline the products and services by partnering with Development teams. They combine deep technical expertise with systematic problem-solving to design and develop automated solutions, resolve customer issues, and drive process improvements that enhance both engineering efficiency and customer experience. They implement proactive monitoring, own incident management processes and build scalable tools and documentation that enhance the overall software hygiene and operational excellence of managed products and services

KEY ACCOUNTABILITIES:

• They partner with Development teams to support software products/services while developing deep product and customer knowledge.
• They design and develop Tools and Automations that save manual efforts, provide self-serve capabilities to users and eliminate recurring work to both tech teams and customers.
• They implement standard solutions and processes that improve engineering and operational processes within the team/product.
• They work with customers/users to resolve the tickets/incidents within the SLA and act as a technology spokesperson for their domain.
• They lead Incident post-mortems and drive process/service improvements through operational excellence practices.
• They implement monitoring solutions for the products/services they support and resolve any deviations.
• They are skilled at decomposing complex software and architectural problems into simple, straight-forward solutions.
• They apply expert knowledge in performance, scalability, enterprise system architecture.
• They are capable of reading, writing, and debugging software to solve problems and improve systems.
• They contribute to technical and process documentation.
• They participate in the hiring process.

JOB CONTEXT:

This Engineer will operate within a dynamic software development environment where multiple products and services require continuous operational support and improvement. This role exists at the intersection of development, operations, and customer support, serving as a critical link between engineering teams and end users.

In today's fast-paced technology landscape, organizations face increasing pressure to deliver reliable, scalable software while maintaining high code quality and operational efficiency. This role will address this challenge by implementing systematic approaches to software hygiene, reducing technical debt, and establishing sustainable operational practices.

This position typically supports cross-functional teams working on complex, distributed systems that serve diverse customer bases with varying technical requirements and service level expectations. The role requires navigating between immediate operational needs—such as incident response and customer issue resolution—and long-term strategic initiatives focused on automation, process standardization, and system optimization.

This Engineer must balance competing priorities including feature development support, system reliability, customer satisfaction, and continuous improvement initiatives. Success in this role directly impacts product quality, team productivity, customer experience, and the organization's ability to scale its software offerings effectively while maintaining operational excellence standards.

How are the engineers in this team different from SDEs?

They are skilled in one or more programming languages (Python, Java, Perl, etc.). They understand data structures, but don’t have to be as strong as SDEs. For example, they understand and can implement Arrays, linked lists, queues, but not necessarily Trees or Graphs. SDEs typically develop core software products for business and solve problems with significant algorithmic complexity or Big-O performance optimizations, while the engineers in this team will implement solutions to improve system resilience and build automations to address common problems faced across multiple teams. (eg. Build an automation that implements security patch across services owned by multiple teams) which doesn’t need to be optimal but does the work effectively and error free.

QUALIFICATIONS, EXPERIENCE AND SKILLS:

• A bachelor’s degree in computer science or related field, 4+ years of experience in software development, support engineering, or DevOps roles.
• Proven experience in supporting production software systems and resolving complex technical issues
• Expert programming skills in Python, Perl, Java or other OOPs languages
• Experience designing and implementing automation tools, monitoring solutions, and operational processes
• Background in working with cross-functional teams and interfacing directly with customers or end users
• Experience with agile development methodologies and continuous integration/continuous deployment (CI/CD) practices
• Experience in improving system reliability, performance, and operational efficiency
• Good knowledge of Networking and Linux fundamental
• DB and SQL understanding
• Experience with distributed systems and microservices-based architecture
• Experience with cloud platforms
• Excellent problem-solving and analytical thinking abilities
• Strong documentation and knowledge-sharing skills
• Collaborative approach to working with diverse teams and stakeholders